The provision of after-sales services is considered as a source of product differentiation leading to competitive advantage of a firm. As a consequence, there is a need of monitoring and measuring the activities of after-sales service departments to ensure that the objectives of their existence are satisfied. Yet, it is very rare to find previous studies that investigated after-sales service provision. We investigated different dimensions of after-sales service provision of home appliances in the Sri Lankan context. The study operationalized different dimensions of after-sales service provision from three different perspectives and used multiple parameters to evaluate the nature of provision.